Re: [rt-users] new tickets don't email cc'ers
CCs and BCCs on ticket creation/update in the UI are Other Recipients in scrips. The scrips may not exist or be enabled out of the box, but the functionality is there. If you mean CCs on Email creation, check the RT_Config.pm for this line and copy it to RT_SiteConfig.pm annd modify value as appropriate. # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine Set($ParseNewMessageForTicketCcs , undef); Kimberly McKinnis wrote: I checked that already. But I did find the cause. If you use the web UI to open a ticket, I don't think RT emails cc'd people out of the box to notify them about a new ticket. I had created a custom template to do this, and it had gotten disabled. Thanks :) -Original Message- From: Micah Gersten [mailto:[EMAIL PROTECTED] Sent: Thursday, June 26, 2008 5:59 PM To: Kimberly McKinnis Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] new tickets don't email cc'ers Check to see the global permissions for CC users. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Kimberly McKinnis wrote: I don't know who broke what, but my RT system is not even attempting to email cc'd folks on new tickets created through the web. On any queue, so it doesn't appear to be a permissions issue. No edits appear to have been made to SendEmail.pm. Does anyone know of anything else that could cause this? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] new tickets don't email cc'ers
Kimberly, What notification scrips do you have enabled on the Global level and on the queue in question (if that even applies)? Also, when you say CC's are talking about the CC'c that are queue watchers or the cc's that are on a single ticket? They are distinctly different in RT and the way RT handles them in terms of notifications. Kenn LBNL On 6/26/2008 6:38 PM, Kimberly McKinnis wrote: I checked that already. But I did find the cause. If you use the web UI to open a ticket, I don't think RT emails cc'd people out of the box to notify them about a new ticket. I had created a custom template to do this, and it had gotten disabled. Thanks :) -Original Message- From: Micah Gersten [mailto:[EMAIL PROTECTED] Sent: Thursday, June 26, 2008 5:59 PM To: Kimberly McKinnis Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] new tickets don't email cc'ers Check to see the global permissions for CC users. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Kimberly McKinnis wrote: I don't know who broke what, but my RT system is not even attempting to email cc'd folks on new tickets created through the web. On any queue, so it doesn't appear to be a permissions issue. No edits appear to have been made to SendEmail.pm. Does anyone know of anything else that could cause this? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] new tickets don't email cc'ers
Cc's on a single ticket... where the ticket is created through the webUI. I found the solution, but I also learned a good bit through the replies. Thank you! -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Friday, June 27, 2008 10:29 AM To: Kimberly McKinnis Cc: Micah Gersten; rt-users@lists.bestpractical.com Subject: Re: [rt-users] new tickets don't email cc'ers Kimberly, What notification scrips do you have enabled on the Global level and on the queue in question (if that even applies)? Also, when you say CC's are talking about the CC'c that are queue watchers or the cc's that are on a single ticket? They are distinctly different in RT and the way RT handles them in terms of notifications. Kenn LBNL On 6/26/2008 6:38 PM, Kimberly McKinnis wrote: I checked that already. But I did find the cause. If you use the web UI to open a ticket, I don't think RT emails cc'd people out of the box to notify them about a new ticket. I had created a custom template to do this, and it had gotten disabled. Thanks :) -Original Message- From: Micah Gersten [mailto:[EMAIL PROTECTED] Sent: Thursday, June 26, 2008 5:59 PM To: Kimberly McKinnis Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] new tickets don't email cc'ers Check to see the global permissions for CC users. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Kimberly McKinnis wrote: I don't know who broke what, but my RT system is not even attempting to email cc'd folks on new tickets created through the web. On any queue, so it doesn't appear to be a permissions issue. No edits appear to have been made to SendEmail.pm. Does anyone know of anything else that could cause this? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] new tickets don't email cc'ers
I don't know who broke what, but my RT system is not even attempting to email cc'd folks on new tickets created through the web. On any queue, so it doesn't appear to be a permissions issue. No edits appear to have been made to SendEmail.pm. Does anyone know of anything else that could cause this? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] new tickets don't email cc'ers
Check to see the global permissions for CC users. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Kimberly McKinnis wrote: I don’t know who broke what, but my RT system is not even attempting to email cc’d folks on new tickets created through the web. On any queue, so it doesn’t appear to be a permissions issue. No edits appear to have been made to SendEmail.pm. Does anyone know of anything else that could cause this? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] new tickets don't email cc'ers
I checked that already. But I did find the cause. If you use the web UI to open a ticket, I don't think RT emails cc'd people out of the box to notify them about a new ticket. I had created a custom template to do this, and it had gotten disabled. Thanks :) -Original Message- From: Micah Gersten [mailto:[EMAIL PROTECTED] Sent: Thursday, June 26, 2008 5:59 PM To: Kimberly McKinnis Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] new tickets don't email cc'ers Check to see the global permissions for CC users. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Kimberly McKinnis wrote: I don't know who broke what, but my RT system is not even attempting to email cc'd folks on new tickets created through the web. On any queue, so it doesn't appear to be a permissions issue. No edits appear to have been made to SendEmail.pm. Does anyone know of anything else that could cause this? Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
